POSITION SUMMARY
Organization Profile
Inn From the Cold (IFTC) works with people experiencing homelessness in York Region, Ontario. Through emergency shelter, transitional housing, long-term supportive housing, daily drop-by services, system navigation, and group programming, IFTC partners with individuals on their journeys toward housing stability and well-being.
Job Profile
Reporting to the Executive Director, the Director of Programs & Operations provides senior leadership and operational oversight of all client-facing programs at IFTC. This role ensures high-quality, consistent, client-centred service delivery across shelter, housing, and community-based programs.
The Director is responsible for supervising program managers, ensuring operational accountability, strengthening systems, managing risk, overseeing program budgets, ensuring funder compliance, and leading cross-program integration.
As a member of the senior leadership team, this role contributes to strategic planning, policy development, performance management, and organizational growth.
KEY RESPONSIBILITIES
1. Leadership & Supervision
- Provide direct supervision, coaching, and performance management to the Housing Manager, Shelter Manager, Client Services Manager, and Inn Team Manager.
- Establish clear goals, KPIs, and accountability measures for each program area.
- Conduct regular supervision and annual performance evaluations of direct reports.
- Support managers in complex HR matters, conflict resolution, and staff development.
- Foster a collaborative and accountable management team culture.
- Ensure consistent implementation of agency policies and procedures across programs. Development and review of program policies and procedures.
2. Operational Oversight & Program Excellence
- Ensure programs operate in alignment with IFTC’s mission, strategic plan, and service philosophy.
- Standardize operational practices across programs (documentation, supervision models, data tracking, service standards).
- Monitor program capacity, occupancy, waitlists, client flow, and service utilization.
- Review and analyze program statistics, trends, and outcomes to support continuous improvement.
- Lead quality assurance initiatives and program evaluations.
- Ensure adherence to harm reduction, trauma-informed, and anti-oppressive frameworks.
- Provide leadership in crisis response and risk mitigation at an organizational level.
- Support integration between shelter, housing, and drop-by programs to ensure seamless client transitions.
3. Financial Oversight & Funder Accountability
- Oversee program budgets in collaboration with managers, finance and the Executive Director.
- Monitor program expenditures to ensure alignment with approved budgets and funding agreements.
- Support annual budget planning for all program areas.
- Ensure accurate and timely funder reporting (e.g., Reaching Home, York Region, other grants).
- Ensure database integrity, documentation standards, and outcome tracking across programs.
- Contribute to board reports and organizational performance reporting.
4. Risk Management, Compliance & Health & Safety
- Ensure compliance with applicable legislation (Residential Tenancies Act, Employment Standards, Occupational Health & Safety Act, privacy legislation, etc.).
- Oversee IPAC implementation and occupational health and safety practices across sites.
- Monitor incident reporting processes and ensure appropriate follow-up.
- Identify operational risks and implement mitigation strategies.
- Support development and review of organizational policies.
5. Strategic Planning & Organizational Development
- Participate in agency strategic planning processes.
- Identify opportunities for program growth, system innovation, and improved service delivery.
- Support development of new housing or program initiatives.
- Strengthen cross-sector partnerships and represent IFTC on community and regional committees as delegated.
- Act as senior operational lead in the absence of the Executive Director.
6. On-Call & Operational Support
- Participate in leadership on-call rotation.
- Provide support during significant operational disruptions or emergencies.
- Ensure appropriate managerial coverage across programs.
QUALIFICATIONS
- Bachelor’s degree in Social Work, Human Services, Public Administration, or related discipline (Master’s degree considered an asset).
- Minimum 7 years progressive experience in homelessness, supportive housing, or community-based social services.
- Minimum 3 years in a management role supervising managers or multiple programs.
- Strong knowledge of the homelessness and housing system in York Region.
- Demonstrated experience in program oversight, evaluation, and quality improvement.
- Experience managing multi-program budgets.
- Strong understanding of harm reduction, trauma-informed care, and anti-oppressive practice.
- Working knowledge of Residential Tenancies Act and relevant legislation.
CORE COMPETENCIES
- Strategic and systems-level thinking
- Strong leadership and people management skills
- Operational planning and execution
- Financial literacy and budget oversight
- Data analysis and outcome measurement
- Crisis management and sound judgment
- Excellent written and verbal communication
- High emotional intelligence and professionalism
- Ability to manage complexity and competing priorities
OTHER REQUIREMENTS
- Valid Vulnerable Sector Screening
- Current First Aid and CPR certification
- Valid driver’s licence and reliable vehicle
- Ability to work flexible hours as required
WHAT WE OFFER
· Salary range of $90,000 - $98,000
· Comprehensive benefits package.
· Opportunity to make a meaningful impact in the community.
· Collaborative and values-driven workplace culture.
· Leadership role with strategic influence across the organization. New position with opportunity to shape the role.
ACCESSIBILITY, EQUITY, DIVERSITY & INCLUSION
Inn From the Cold is committed to fostering a workplace that is inclusive, equitable, respectful, and welcoming for all. We believe that a diverse workforce strengthens our organization and enhances our ability to serve the individuals, and communities who rely on our services.
We welcome and encourage applications from individuals of all backgrounds, including Indigenous Peoples, Black and racialized persons, persons with disabilities, members of the 2SLGBTQIA+ community, women, and individuals with lived experience of homelessness, poverty, mental health challenges, substance use, or other forms of marginalization.
Inn From the Cold is committed to providing accommodations in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) throughout the recruitment, selection, and employment process. Applicants requiring accommodation are encouraged to contact us, and we will work with you to meet your accessibility needs.
We are dedicated to creating a workplace where all employees feel valued, respected, supported, and empowered to contribute their unique perspectives and experiences.
Pay: $90,000.00-$98,000.00 per year
Benefits:
- Casual dress
- Dental care
- Employee assistance program
- Mileage reimbursement
- On-site parking
- Paid time off
- Vision care
Work Location: In person
